Workforce Business Analyst I

About the role

This position will oversee various functions, including all aspects of workforce development and optimization for all contact center lines of business and technologies. Responsibilities include planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free, continuous workflow for our organization.

Responsibilities

• Ensure service level targets are met; maintain the right headcount, and calculate call capacity
• Responsible for the maintenance and upkeep of scheduling software
• Undertake majority of call forecasting and agent scheduling for the contact center
• Monitor Contact Center telephony platforms, implementation, workflows, and manage new technologies
• Manage and delegate tasks to other lines of business (e.g., outbound projects, aiding delegation of outbound volumes for various projects)
• Queue management for all contact center lines of business
• Other duties as assigned

Requirements

• High School Diploma to bachelor’s degree in Mathematics, Business Studies, Business Administration, Human Resources, or equivalent
• 1-3 years of call center experience
• Proficient with Microsoft Excel and Office
• Experience with Contact Center Telephony Software
• Able to troubleshoot various tech platforms as they pertain to contact center telephony and other products

Skills

• Analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement
• Self-starter with strong teamwork abilities; must be able to work independently as well as function effectively as a member of a team
• Ability to handle pressure, work effectively in a fast-paced environment, and adapt to rapid changes in information, process, direction, or workflow

Curana Health is unable to provide sponsorship for a visa at this time (H1B or otherwise).